Production Support Engineer

Skill Production Support Engineer

Experience 2 to 4 years

Location – Bengaluru

Mode of Working – Work from Office Only

Important Note - Looking for candidate who can join us within 20 days.

Position Specific Requirements - Must have skills:

• 3+ years of experience in Level 2 Application support
• Expertise in application and backend issue triage & analysis. Should have analyzed failures, error logs, done basic analysis, gather inputs and coordinate with Level 3
• Own day-to-day product operations for cloud-hosted applications, including proactive monitoring, incident triaging, outage management, and resolution while ensuring adherence to defined SLAs.
• Demonstrate strong analytical capabilities to diagnose issues, drive incidents to closure, and adapt to evolving tools and techniques during real-time incident response.
• Having worked upon support layers – L1, L2, L2.5, worked closely with the engineering L3 teams, Product teams and the Business Stakeholders
• Troubleshooting knowledge in AWS, containerized workloads, and distributed microservices architecture.
• Understanding the root causes, restoration of the services and final reporting
• Monitor application and infrastructure using

Datadog/Logicmonitor/Newrelic/Grafana or any monitoring tool

• Usage of multiple tools and techniques to analyse the production issues across Applications, backend, data and infrastructure layers
• Correlate logs, traces and metrics to isolate the failures across multiple services, understand the impact on business and generate high-quality artifacts aiding L3 investigations
• Support and lead release management, operational readiness, deployment support and postproduction deployment validations
• Collaborate with the Stakeholders, Project teams and Vendors, handle the incident triages and meetings ensuring SLA adherences, escalation flows and operational excellence
• Good command in Microsoft Office suite
• Willing to work in rotational based 24X7 multiple Shifts
• Willing to learn and implement automation or AIOps Features

Monitoring and Observability: Datadog, ElasticSearch ELK / Open Search Dashboards, AWS Cloudwatch

Cloud & Infra: AWS, Lambda, API Gateway, Open Search, Athena, Web services, API Management, AWS Cognito, EKS, SQS, VPC/SG/ELB , DynamoDB , Kinesis (Data Stream, Firehose) , SNS

Incident Management ITSM tools: Jira, ServiceNow

Databases: PostgreSQL, Mongo No SQL, SQL

Good to have skills:

Familiarity with Gitlab/Github, Jenkins, CI/CD Pipelines or any source code version control.

Any Automation Skillset / Willing to learn Automation tools

Webservices and API Management

Experience in Change Management Process

Connected car features understanding

What will be the roles and responsibilities?

Incident handling, Issue analysis, Investigate & Gather necessary data/insights

Incident escalation based on workflows

Own L2 incident handling: triage, isolate, restore, and document; run bridges for P1/P2 and steer the right resolver group.

Monitor & act on CloudWatch/Datadog/ELK dashboards & autoalerts using runbooks; tune noise vs. signal.

Deepdive production issues across Lambda/API Gateway/OpenSearch/Athena; create actionable debug artifacts (timelines, queries, log snippets, correlation IDs). Partner with L3: supply highquality inputs (repro steps, traces, request samples, dashboards), verify fixes, and drive postincident actions.

Operational hygiene: maintain runbooks, workflows, SOPs, and knowledge articles; contribute to SLA reporting and weekly ops reviews.

Crossgeo coordination: collaborate with business, SupportDesk, QA, SecOps, vendors; close tickets endtoend.

Continuous improvement: raise kaizens to reduce toil (alerts, autoremediations, dashboards, cost/perf optimizations in Athena/OpenSearch).

In case of priority incidents, bridge the calls with multiple stakeholders and ensure resolution stakeholder is identified and assigned to incident

Monitoring Dashboard of cloud applications

Monitoring and acting based on the auto-alerts generated from system using runbooks

Monitoring and Handling of the slack Datadog alerts

Report creation and publishing to required stake holders

Responsible for maintaining the procedures/run books, workflows, work instructions used by the ops team. Fulfil any ad-hoc data or report request queries from different functional groups

Shifts

Rotational 247 (multiple shifts), including weekends oncall / holidays support as rostered.